MTN
Nigeria has denied allegations of online media reports claiming that the
company has sacked thousands of workers at its call centres.

Responding
to the reports, MTN Executive, Amina Oyagbola, said “The reports are incorrect

The
second phase of a change-in-vendor process took place last week, offering
interested workers the opportunity to join the new call centres owned and
operated by the vendor; ISON BPO.

“MTN
signed an outsourcing contract with ISON BPO Limited in 2015 following a
competitive bid process. Indeed MTN’s call centre operations were outsourced to
independent third party agencies since 2008, as part of continued efforts to
improve the efficiency and quality of customer service delivery in MTN. This is
in line with global best practice for organisations in our industry”.

ISON
Group CEO, Pravin Kumar said: “We have been managing MTN’s call centres since
last year when the first phase of the transition was carried out, with the
second phase taking place at this time.

“We
were pleased to have emerged as the new partner to deliver cost-effective
solutions, adopting state-of-the-art technology that supports world-class
customer service.

The
drive for efficient customer service delivery without compromising on quality
within prevailing economic realities comes with structural adjustments and we
work to balance this with the need to ensure the sustainability of our
operations.

He
said his company has continued to engage with those who are interested in
taking up the opportunity to work with ISON under agreed terms.

“At
ISON, we remain committed to delivering outsourcing solutions to our clients that
also provide thousands of job opportunities to members of the communities in
which we operate”.